Membership Director

Member Acquisition and Recruitment

• Collaborate with key staff on building innovative acquisition strategies that are tracked and analyzed.
• Support prospective member marketing and sales plans as outlined by key staff.
• Responsible for achieving monthly new member sales goals based on approved plan.
• Leverage marketing campaign and program results to continually build stronger, more effective programs and offers to improve acquisition rates each quarter and year over year.
• Regularly interact with all Association departments, board members as required, Y members, external vendors,  the press, and the community to continually articulate the Y’s unique benefits.
• Work with key staff on Corporate 25 Community Program. Identify key prospects and assist in sales meetings as required.

Member Retention

• Work closely with branch staff to create an atmosphere that celebrates our members and makes them feel special 100% of the time.
• Work with Marketing to build effective campaigns that leverage each member’s unique needs, goals, and past history with the Y to increase retention and lifetime value.
• Create and leverage existing reports in our membership platform tool to assist with brainstorming and ongoing improvements/changes.
• Monitor member involvement indicators to identify low and critical members. Create plans to turn these members into Y advocates.
• Continuously ask yourself and staff, “How can we improve customer relations and customer experience” and then adjust strategic plans accordingly.
• Conduct focus groups and surveys to identify needs and member satisfaction with different member groups as well as random groups. Aggregate responses into reports and leverage this data to drive positive change.
• Lead new member orientation efforts and ongoing member events.
• Gain a solid understanding of Member Relationship Management principles and best practices. Use this knowledge to improve retention rates.
• Collaborate with Development Team to increase member charitable giving across all membership types. 

Staff Management

• Recruit, hire, and develop all staff in a consistent, upbeat manner so as to create a cohesive, bonded team.
• Empower staff while guiding them towards reaching agreed upon performance goals.
• Create a member experience model for all staff. Set clear expectations of how we will operate every day.
• Provide member sales and customer service training to all staff.
• Train staff to consistently put others before self while modeling a true understanding of our ‘giving back to the community’ focus.
• Work closely with long-time and entry-level staff to reiterate our organization’s culture and cause.
• Work with staff to identify and recruit member volunteers who are willing to assist with various program and/or policy needs. 

Community Involvement

• Support the Association’s mission and cause at all community events.
• Increase community awareness of our Y’s unique benefits and philanthropic focus.
• Build relationships with key community leaders and decision makers. Be involved in their causes and show commitment to the general good of the local area.
• Research and attend new community event opportunities that will provide maximum exposure for the Y.

Administrative and Safety

• Participate in the planning of the annual budget; manage and implement approved budget and take appropriate action to correct variances.
• Responsible for managing the Financial Assistance Policy (sponsored memberships).
• Ensures a positive and safe experience for members/staff and supervision of the proper function of the facility.